Natalie Petouhof

AUGUST 15, 2022

The term empathy is key to engaging any kind of Customer Experience (CX), Member Experience (MX), Patient Experience (PX), and Employee Experience (EX) in any industry going forward in today’s climate. Original Article by By Stephen Leaden. It’s about running your organization as though you are the customer.

Employee Experience 52

Employee Experience Contact Center Books Culture 52

SurveySparrow

NOVEMBER 21, 2020

A report from Achievers stated that only 19% of employees feel engaged in their organizations. So, here, we’ve we’ve given you five employee experience examples to show you how big companies are investing time in their employees. A poor employee experience can ripple your business for a lifetime.

Employee Experience 59

Employee Experience 2013 Feedback Engagement 59

Beyond Philosophy

JUNE 21, 2015

I have written before of the link between a company’s employee experience and the Customer Experience they deliver on a company’s behalf. According to Branson’s statement about the policy, “ If you take care of your employees, they will take care of your business.”. Let’s take a closer look at the first element.

Employee Experience 160

Employee Experience Customer Experience Loyalty Programs B2C 160

SurveySensum

FEBRUARY 22, 2024

What’s more – Gallup’s “State of the Global Workplace Report” says, that organizations with highly engaged employees experience 21% higher profitability. So, yes, it’s time to start focusing on your employee experience (If you aren’t doing it already!) What is an Employee Experience Strategy?

Employee Experience 52

Employee Experience Net Promoter Score Feedback Demo 52

Beyond Philosophy

NOVEMBER 3, 2015

And it seemed to hit the right chord–Neil offered me the role of running Marketing then and there. He moved me from Marketing to Customer Service, which was quite a surprise for people. This position, incidentally, set me on the path to Customer Experience. Employee Culture: Why Amazon is on Top and Bank of America Isn’t.

Leadership 154

Leadership Banking Employee Experience Loyalty 154

Customer Bliss

AUGUST 3, 2018

Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

ProProfs Chat

SEPTEMBER 17, 2021

They look for something more tangible in the form of a positive employee experience. A good employee experience is a combination of many factors like work challenges, good relationships with managers, career growth prospects, peer-to-peer communication, and more. What is Employee Experience?

Employee Experience 52

Employee Experience E-support Feedback Culture 52

Customer Bliss

JANUARY 18, 2018

To begin the process, Kathy and her team aligned silos across functional groups, which included understanding inventory and supply levels, distribution and warehouse teams, marketing, merchandising, customer care, and tech and operations. Know all of the people including the executive leadership team and know them as individuals.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

SurveySparrow

DECEMBER 9, 2020

Employee experience is probably one of the most ignored strategies to achieve business success. We already know about workforce culture and employee engagement, but somehow we forget to handle employee experience management. Employee experience helps to increase engagement, and high employee engagement means 2.5x

Employee Experience 52

Employee Experience Net Promoter Score Culture Technology 52

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. Where followers fit in good leadership. How trust is an outcome, not a value of leadership. KEY TAKEAWAYS. Finding value-driven leaders.

Leadership 52

Leadership Culture Books Airlines 52

InMoment XI

AUGUST 2, 2023

It requires alignment of processes and actions that prioritise customer satisfaction at every level; from the leadership team to front-line employees, everyone must understand their role in delivering for customers and comprehend the significant impact it has on the success of the business.

NPS 260

NPS Customer Centricity Culture Automotive 260

TechSee

MARCH 7, 2023

Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

2023 207

2023 Contact Center Leadership Hospitality 207

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. She is a 5-time Chief Customer Officer, a published author of four books, a keynote speaker, a thought leader, and an industry-leading expert on customer-centric leadership. ’s 9 Binge-Worthy Marketing Podcasts.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. TRANSCRIPT. Right, right.

Employee Experience 71

Employee Experience Culture Customer Centricity Engagement 71

InMoment XI

DECEMBER 21, 2021

The latter are more frequently engendered by the emotional connection with the company, which in turn is fostered by the attitudes and actions of employees toward the customers. While “loyalty” is generally a term associated with marketing, organizational behavior and employee development are not.

Customer Experience 529

Customer Experience Loyalty Advertising Leadership 529

InMoment XI

APRIL 18, 2023

Because she speaks to thousands of client-side professionals and many vendors, she gets an insider view of how the entire industry is structured, giving her a unique perspective on the CX market. For instance, the marketing team might focus on driving loyalty and retention. Different teams have different goals and incentives.

ROI 260

ROI 2023 Events Insurance 260

Beyond Philosophy

FEBRUARY 2, 2015

Title: The post Music: A Marketing Tool appeared first on Beyond Philosophy. . < [link] > Mohana, Malini. Music & How it Impacts Your Brain, Emotions.” Psychcentral.com. 16 December 2014. < < [link].

Marketing 166

Marketing CEM 2014 Books 166

Doing CX Right

AUGUST 23, 2020

The show explores the symbiotic relationship between customer and employee experience, and how companies are creating leaders and cultures maniacal about the customer. Listen to the Customer Experience podcast below. . Have you heard about “Be Customer Led” hosted by Bill Staikos?

Employee Experience 52

Employee Experience Culture Customers Measurement 52

CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Employee experience (EX) is customer experience!".

Books 266

Books Return on Investment Magazine Culture 266

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “We’re going to be customer-centric !

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

CSM Magazine

SEPTEMBER 8, 2023

The CCaaS and CRM leaders unveiled their new Customer Experience and Relationship Management solution – CX Cloud – with the exciting new offering aimed at helping businesses drive more value from data and AI through Genesys Cloud and Salesforce Service Cloud. Looking to find out more?

White Paper 52

White Paper Leadership Multi-Channel 2021 52

CX University

APRIL 2, 2024

Employee experience is receiving increasing attention in our experience ecosystem. Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers. These employees took a stand because of the failure of leadership.

2009 52

2009 White Paper 2024 Financial 52

Customer Bliss

JUNE 14, 2019

E: Emerging market excellence. Growth is happening more in emerging markets than in developing markets so how can they reach customers in these new areas? Rethink how to work with marketing, R&D, and the supply chain to ensure their products show up well both online and on the shelf. S: Shopper refocus.

E Commerce 161

E Commerce Chief Customer Officer Leadership Social Media 161

ShepHyken

MARCH 18, 2024

KCI Survey: Swifties, the BeyHive and BravoCon Demonstrate the Power of Superfans by Alicia Esposito (Retail TouchPoints) “Brand fans” are definitely loyal customers, but not all loyal customers are brand fans — and for many marketing and brand teams, driving relevance and impact means activating and leveraging those brand fans and superfans.

2024 80

2024 Article Customer Service Government 80

inmoment

SEPTEMBER 3, 2019

Over the past decade it’s become clear that customer experience (CX) and employee experience (EX) are tightly intertwined. 5 Employee Experience Metrics Your Company Should Be Measuring. Survey questions that measure culture include: Do you feel supported by leadership, your manager and your colleagues?

Employee Experience 40

Employee Experience Measurement Customer Experience Net Promoter Score 40

Qualtrics

JULY 27, 2021

If leaders want to attract and re-attract top talent in today’s competitive labor market, they will need to respond to employees’ new expectations for a better work experience. More leadership opportunities for women. 62% of employees feel that their company is committed to placing women in leadership roles.

Leadership 55

Leadership Employee Experience Events Management 55

CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Employee experience (EX) is customer experience!".

Books 182

Books Return on Investment Magazine Culture 182

InMoment XI

AUGUST 25, 2023

The team designing your CX program should work closely with other departments, such as marketing and operations, to ensure that the CX teams in an organization are aligned and do not operate siloed from one another. But as any CX professional knows, tracking the performance of your CX program is only half the battle.

ROI 260

ROI Net Promoter Score Webinar Financial 260

Confirmit

FEBRUARY 21, 2019

These leadership quotes will help inspire you and your managers to become great leaders. Great leadership changes everything. Perhaps most importantly, the Employee Experience you offer your teams, which is critical to your Customer Experience. "One key to successful leadership is continuous personal change.

Leadership 40

Leadership E-support Customer Voice Employee Experience 40

Confirmit

FEBRUARY 21, 2019

These leadership quotes will help inspire you and your managers to become great leaders. Great leadership changes everything. Perhaps most importantly, the Employee Experience you offer your teams, which is critical to your Customer Experience. "One key to successful leadership is continuous personal change.

Leadership 40

Leadership E-support Customer Voice Employee Experience 40

Experience Investigators by 360Connext

AUGUST 1, 2023

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey.

Customer Service 143

Customer Service Customer Experience Customers Leadership 143

Qualtrics

FEBRUARY 17, 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Check out our guide to the must-see employee experience (EX) sessions at this year’s X4. Hear inspirational stories and thought leadership that will give you plenty to take back to your organization. What’s new in EX?

Employee Experience 29

Employee Experience 2020 Leadership Events 29

CX University

SEPTEMBER 18, 2018

We look at four case studies of some of today’s most successful organizations, analyzing how they achieve these cornerstones through engagement, in all cases finding the same, ineluctable linkage between leadership, employees and market environment. Employees are also empowered to customize their career track.

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Understanding Customer Experience Management (CEM) Let’s start at the beginning. It’s time to make your case.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

Bold360

FEBRUARY 26, 2020

With the right technology—including AI—organizations can give their employees the knowledge they need to take their performance to the next level. The post Perfecting Self-Service at Work Means Perfecting the Employee Experience appeared first on Bold360 Blog.

Employee Experience 59

Employee Experience 2019 Document User Experience 59

Beyond Philosophy

JUNE 13, 2019

So how do you get happy employees and how does it affect Customer Experience? You must design an Employee Experience that enables the Customer Experience you want to deliver. We discussed the importance of creating a complementary Employee Experience along with your Customer Experience in a recent podcast.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165